Customer Experience

4 months ago

Birmingham, United Kingdom Absolute Collagen Full time

We are Absolute Collagen, the Original Collagen Specialists, Certified top 100 Best place to work & Sunday Times 4th Fastest Growing Business in Britain Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities.

Are you a customer service superstar looking for a company that appreciates you and supports you to shine Our growing team work on a hybrid basis, two days in our Birmingham office and 3 days from home. We can also work from anywhere for August and December.

**Department Purpose**:
At AC, we genuinely put our customers (Absoluters) at the heart of everything we do. They’re the reason our business exists

We’re passionate about the customer experience, and keeping our customers happy and loyal is our number one priority. Sitting within the Customer Service team, the role requires both reactive and proactive engagement with our customers to improve customer retention, increase customer lifetime value, boost customer loyalty and create a better customer experience.

**Role Purpose**:
Due to growth across the business and our exciting plans for the future, we are looking for an additional person to join the team to: support and engage our customers to improve customer retention; increase customer lifetime value; boost customer loyalty and create a better customer experience.

We’re passionate about the customer experience, and keeping our customers happy and loyal is our number one priority. Sitting within the Customer Service team, the role requires both reactive and proactive engagement with our customers to improve customer retention, increase customer lifetime value, boost customer loyalty and create a better customer experience.

**Key Responsibilities**:
You will be the first point of contact for our customers, ensuring a fantastic relationship is built, their questions are answered, brand loyalty is built and most importantly, the customer is retained. You’ll have previous experience within a customer retention function, excellent communication skills and a natural ability to build rapport.
- Retain customers through excellent customer service, specifically active listening, using effective questioning techniques and finding solutions to problems to ensure customer happiness
- Build rapport and trust
- Utilise product toolkit to offer the right solution for each customer
- Provide a detailed and informative service about our products and services to customers
- Cross functional liaising with all departments in the organisation to share customer feedback on products, services and experience
- Ensure departmental customer KPIs are met, specifically customer save rate, customer satisfaction, call quality, first time resolution, call abandon rate

**What we need from you**:

- Ability to communicate effectively to increase loyalty across our customer base.
- Ability to handle complaints in a competent and calm manner ensuring the customer is left happy with the outcomes.
- Confident working within a busy and demanding environment with the ability to multi-task and work in an agile way.
- Exposure working towards targets within a professional setting with a proven track record in results.
- Demonstrable experience of going above and beyond to deliver excellent customer experience.
- Contribute to the continuous improvement of processes and share customer feedback to facilitate this.
- Ensure all customer details are entered correctly and that all GDPR requirements are adhered to in every customer interaction.
- Ensure departmental KPIs and SLAs are met, specifically customer satisfaction, call quality, missed calls and retention save rate.
- Process customer orders and refunds where applicable.
- Proactively stay up to date with campaigns ensuring delivering a consistent message to all customers.
- Have excellent knowledge of the entire AC product range - training provided.
- Look for opportunities to increase customer awareness of products available with a view of converting into sales.
- Look for opportunities to delight our customers.
- Excellent complaint management skills ensuring a positive outcome for all complainants.

**Qualifications & experience**
- 2-3 years experience in a similar retention position and customer focused role.
- 2+ years of Microsoft Office and/ or Google Suite
- Basic to Intermediate computer skills
- Clear, effective and confident communication skills
- Proven track record of achieving targets
- Confident and clear telephone manner
- Working in a fast paced environment
- Ability to multitask and prioritise workload.

**Skills & Attributes**
- You’ll have a natural passion for doing the right thing for the customer, whilst delivering a great AC customer experience
- Previous experience of retaining customers in a retention team environment.
- A keen interest in the wellness & beauty sector
- Be solution focused
- Excellent problem solving skills
- Ability to prioritise workload and work well under pressu

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